Samsung device stuck in reboot loop during QR provisioning — recover using AFW method

Android

When a Samsung device is provisioned using a Blueprint QR code, it can enter a continuous reboot loop, repeatedly displaying the "Esper Configuring System" screen without completing enrollment.

Why this happens

Certain Samsung devices have a known compatibility issue with the QR provisioning flow that causes the Esper Agent setup process to stall and trigger repeated reboots. The Android for Work (AFW) provisioning method bypasses this flow entirely and delivers a clean enrollment path on the same device.

Steps to recover

1. Attempt a factory reset from the configuration screen. While the device displays the "Esper Configuring System" screen, tap the Esper logo repeatedly. If a red reset icon appears, tap it to wipe the device and skip to step 3. If the icon does not appear or does not respond, continue to step 2.
2. Power cycle the device. Hold the power button until the device restarts. Allow it to reach the Android welcome screen. Do not perform the standard six-tap shortcut to launch QR scanning — doing so will repeat the same failing provisioning path.
3. Progress through the standard Android setup flow. Tap through the initial setup screens until you reach the Google account sign-in prompt. Do not sign in with a personal or managed Google account.
4. Trigger Android for Work enrollment. At the Google account sign-in prompt, enter afw#esper as the account identifier and confirm. The device recognizes this as an AFW enrollment trigger and launches the Android Enterprise QR scanning screen.
5. Retrieve the AFW QR code from the Esper Console. In the Esper Console, navigate to Provisioning Methods → Android for Work and open the provisioning profile associated with the blueprint you are enrolling against. The AFW QR code is displayed on this screen.
6. Scan the AFW QR code on the device. Hold the device camera over the AFW QR code. If the camera viewfinder appears black, check that no screen overlay or accessibility service is blocking camera access, then retry.

Verify: The device completes provisioning without rebooting and appears in Devices & Groups with a status of Active within 10 minutes. Confirm that the correct blueprint is applied and that the device's serial number or IMEI matches your enrollment records.

If this doesn't resolve it

If the device continues to reboot loop after attempting AFW enrollment, or if multiple devices from the same batch are affected, try the following before contacting support:

• Perform a hard factory reset. Power off the device. Press and hold Power + Volume Up to enter Android Recovery Mode, then select the factory reset option. This clears any partially written provisioning state before retrying the AFW flow from step 3.
• Verify Samsung firmware. Confirm the device is running a Samsung firmware version that is compatible with Android Enterprise provisioning. Outdated firmware is a known trigger for this issue.
• Locate the device by IMEI. If the device does not appear in Devices & Groups by serial number after a successful scan, use the IMEI search in the Esper Console to check whether enrollment was partially recorded.

If the AFW method also results in a reboot loop, or if more than one device from the same batch is affected, contact Esper Support. Collect the following before reaching out:

• Device make, model, and firmware version
• Serial number and IMEI of the affected device(s)
• Name of the blueprint used for provisioning
• A screen recording or photos of the reboot loop behavior
• The number of devices affected and whether they share a firmware version or batch

Still need help?

If the steps above don't resolve the issue, submit a support ticket with your device model, Android version, Esper Agent version, and a description of what you've already tried — this helps the support team investigate without a follow-up.